Frequently Asked Questions
What is Story?
Story is a Premium Sneaker, Collectibles & Apparel consignment store Experience, which means pre-approved individuals bring in their own supply of products for us to sell on their behalf. Each and every item is authenticated and verified to be in either new, unworn condition, or in acceptable pre-owned condition by our trained expert staff. All items for sale are clearly stated, new or pre-owned.
Are your products legit?
All Story merchandise is 100% authentic, guaranteed. Our team of expert authenticators puts every item through a 10-point verification system to ensure its legitimacy. Once verified, our items are tagged with a unique serial authenticity tag to ensure what you receive has been authenticated by us.
Can I consign my items with Story?
We will be launching our Online Consignment Portal in January 2021 which will allow you to create a secure profile, submit, track, and sell your goods with Story. We will be releasing more information on Consignment once the portal is launched.
What are your Holiday Trading Hours?
Story Cape Town will be open Mon - Friday from 12:00 - 18:00 and on Saturdays from 10:00 - 15:00 up until our last trading day for the year, 23 December 2020. Story will re-open on Saturday January 9th 2021 at 10am.
Story Online will be open throughout the holiday period, however all orders placed after 11pm on 20 December 2020 will only be processed from 4 January 2021.
Why was my order cancelled?
An order can be cancelled for a variety of reasons. One reason is because we could not verify the payment details provided. In these instances, we invite you to place your order again using a verified alternative payment method. We may also cancel your order if an item(s) within your order become unavailable prior to preparing your order for shipment. For all cancelled orders, a full refund of the item(s) will go back to your original form of payment. Please read our full T&C's here
What precautionary measures is Story taking around COVID-19?
Story follows all government-mandated guidelines for limiting capacity, requiring masks for customers and employees, and enforcing social distancing measures inside our store. In addition, we have undertaken enhanced cleaning procedures, and require all employees & customers to sanitise their hands & complete a temp check before entering the store.
Where can we find your store in Cape Town?
We are located at 166 Buitengracht Street, Cape Town City Centre, Cape Town. Please visit our location page here
How can we contact you?
Our Customer Care team is here for you MON-FRI between 10AM - 5PM. Feel free to send us an email at firstname.lastname@example.org or use our live chat button in the bottom right of your screen. You can also visit our online contact form here
Do you offer Returns, Refunds & Exchanges ?
Regrettably, due to products sold via our online and our retail channels being of a consignment and after-market nature, we are unable to offer returns, refunds, or exchanges of any kind. All sales are final. Please read our full policy here
How do you determine the prices of your products?
Story is a consignment marketplace, which means that we sell items on behalf of other individuals. The final determination on price is made by the consignor, but we work with them to help price items competitively as possible.
When will I get my order?
NB: All orders placed after 11pm on 20 December 2020 will only be processed from 4 January 2021.
All online orders should take between 1-3 business days to reach you on dispatch from our warehouse, depending on your location.
- Orders placed before 10am on weekdays will be dispatched the same day*
- Orders placed after 10am on weekdays will be dispatched the following business day.*
- Orders placed on weekends will be dispatched the following business day.
All orders are shipped in protective shipping boxes or packaging to protect the contents of your order as best we can. Please note, we are not responsible for any damage while in transit. View our full shipping policy here